Reg/Sched Rep (Weekend Package)

Customer Service

Greets and directs all patients, visitors, sales representatives, etc., who need assistance to the appropriate department and/or staff member using AIDET, Take Not Tell tools.

Answers/transfers telephone calls in a clear, calm and professional manner. Screens calls by urgency and routes calls promptly, accurately and professionally to appropriate party.

Registration/Scheduling

Receives and interviews patient or responsible individual to gather, verify and enter demographic and insurance information necessary for completion of electronic health record and insurance claim processing at each patient visit in electronic health record.

• Schedules, preregisters, cancels, reschedules tests and procedures for clinics and hospital and coordinates scheduling of tests and procedures to assure they meet medical necessity, patient, department and practitioner needs while maintaining appointment schedule according to department procedure.
• Ensures the patient or guardian understands and signs consent, insurance and other required forms.
• Enters reason for tests/procedure to meet medical necessity and refers to UR for further review if needed. Refers tests/procedures to UR that need prior authorization.
• Verifies insurance benefits with insurance companies via phone calls, faxes or internet and documents verification in each patient record, as appropriate.
• Educates patient/guarantor regarding insurance benefits; making arrangements for payment of co-pays, co-insurance and/or deductibles. Assists with financial counseling on self-pays.
• Collects payments, issues receipts and reconciles daily receivable activity.
• Responsible for obtaining patient information from other practitioner offices for scheduling and assigns time for exams. Coordinates scheduled exams with mobile and contracted companies.
• Edits outside practitioners and office staff as to ordering outpatient services at CCH.
• Compiles and distributes information regarding personal, insurance and financial status. Provides appropriate forms to billing and other departments.
• Communicates and coordinates services with internal departments and internal and external practitioner office staff.
• Assists in orientation/training of new employees.
• Conducts audits of the scheduling system to ensure standards are being met when requested.

Teamwork and Improvement

Actively participates in developing plans to implement new procedures and processes – working collaboratively with other departments, practitioners and contract services.

Review and maintain appropriate computer master files: patient master data, guarantor, physician and insurance as well as correlating appropriate manuals.

Maintain all required records, reports, statistics, etc.

Demonstrates creative, critical thinking skills.

Performance Criteria

Demonstrate high customer satisfaction by focusing daily work toward meeting or exceeding customer's expectations 100% of the time.

Maintain regular and consistent attendance at work.

Participates in departmental, organizational and mandatory meetings, educational e-mails, etc.

Actively participate in team-oriented decision-making process. Be a team player, willing to be flexible and open to ideas of others.

Requires a high degree of accuracy. Recognize and correct discrepancies.

Develop a proactive mindset towards the job. Observe opportunities for improvement, formulate ideas, communicate those ideas with their supervisor and/or other staff, and carry out variations in work habits in continuous quality improvement.

Completes all annual education and competency requirements within the calendar year.

Demonstrate Clarke County Hospital Standards of Behaviors as well as adhere to hospital and department policies and procedures, infection control, quality assurance, compliance and safety guidelines.

Reports conduct that is known or suspected to be illegal or in violation of the organization's policies and procedures. Bring any questions or concerns regarding compliance to the immediate attention of the manager.